Once a business reaches a certain size and complexity — in particular with regard to its employees and contractors being assigned processes — it may be beneficial for it to start compiling articles detailing how things can be accomplished or how best to address common problems.
Knowledge bases – whether they take the form of an internal website, corporate wiki or simply a set of documents in the cloud or paper format – provide employees at companies with instructions on how to complete common tasks or resolve issues, such as onboarding new employees or setting up machines with software, downloading necessary updates and troubleshooting their workplace apps and files. A knowledge database also helps developers in companies understand how best to create software products while helping relieve overstretched IT support teams of some work load.
Yet creating knowledge base articles has historically been an inefficient and laborious process – calling on writers both internally and externally with expertise in translating technical subject matter into digestible language. That was until InvGate came along.
Recently, this 16-year-old company based out of Buenos Aires announced the introduction of their AI Hub tool powered by leading large language modes (LLMs) chosen with user input that automatically transform incident response conversations between an enterprise’s IT support staff and employees or customers into knowledge base entries.
“Our agents select incidents they wish to use to generate knowledge, and then draft an article in our knowledge base that will be automatically published,” explained Ariel Gesto, Invgate’s founder and CEO who previously worked in IT operations, during an interview with VentureBeat. Adding “but then we apply AI summarization so the knowledge can be consumed through an intuitive conversational interface”.
Simply put, IT team customers of InvGate who opt to access the new AI Hub (it’s included as an update in current pricing) can select incident response conversations they want turned into knowledge base articles using InvGate AI Hub’s tool, then receive back not only an article but a conversational chatbot version whereby they can ask questions about that specific issue and receive replies directly back into InvGate AI Hub.
Users Control AI Hub
Customers looking to access InvGate’s AI Hub must already be using one of its older IT Service, Enterprise Asset or Asset Management platforms or Service Desk software – starting at $300 annually per support agent.
Gesto emphasized, “we rely on internal sources of information related to incidents solved on our platform for most of these cases.”
This approach not only ensures AI Hub has access to relevant customer knowledge base articles but also guarantees its secure storage within systems compliant with SOC 2 audit standards, an industry-standard for third-party security standards.
“For instance, if you’re working in HR and don’t wish for all that data to feed into a large language model, you can choose not to include it and filter what’s included from what’s excluded,” according to VentureBeat.
InvGate utilizes both Microsoft’s Azure OpenAI cloud service and local versions of open source models such as Meta’s Llama 2 running on its servers to power automatic knowledge base generation in their AI Hub.
Customers concerned with having their data sent directly to OpenAI models — although the company insists they do not train on any content submitted by ChatGPT Enterprise and Teams users — can opt instead to utilize InvGate’s open-source offerings instead. This approach ensures a flexible system capable of accommodating multiple models simultaneously – even those yet unreleased!
Nacho Harriague, director of product marketing at InvGate told VentureBeat: “We have created our own layer service so that depending on the nature and goal of an inquiry or task that needs completing, any number of AI models are utilized,” according to Harriague.
The AI Hub gives end users the power to choose whether to read knowledge articles themselves or engage in conversations using its interface, giving them the choice that best meets their needs.
Attracting Customers
InvGate has built up an impressive customer list thanks to their proven ability to provide reliable IT asset management and customer response software, including NASA, McDonald’s, PwC and Toyota among many others. Their claim is that InvGate now supports over 1 Million Employees Worldwide!
Gesto reported that many of these companies made the switch from other legacy IT support management systems to InvGate.
InvGate is an “omnichannel” movement that enables its customers to open support tickets from various sources – email, Microsoft Teams and its own API are among them. Furthermore, InvGate provides an intelligent Virtual Agent which can connect into Microsoft Teams to access knowledge bases and answer customer inquiries in conversational fashion – though this service Desk cannot be found within AppSource store for Microsoft Teams.
With AI Hub, the company plans to build on its success and provide cutting-edge artificial intelligence capabilities that increase customer efficiency while helping IT teams solve issues faster by spending less time searching and retrieving information.
